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Clarity in our Service: Introducing the new CEAD Service Policy

Understanding the New Foundational Framework for All CEAD Service Interactions and Contract Benefits

At CEAD, we continuously strive to improve and professionalize our service and support. To serve you even better and ensure a consistent, fair service experience for all our customers, we are introducing our new, standardized CEAD Service Policy effective January 1, 2026.

Why a new Service Policy?

In the past, service requests were handled in various ways. This could lead to ambiguity regarding expectations, turnaround times, and costs. The new Service Policy establishes a single, central framework for all service interactions. This ensures:

  • Transparency: Clear agreements on how service requests are submitted, assessed, and invoiced.

  • Consistency: A uniform approach for all customers, ensuring a predictable service experience.

  • Clarity on Service Levels: A clear distinction between the baseline service defined in the policy and the enhanced commitments available through our Service & Success contracts.

What does this mean for you?

The Service Policy forms the foundation for all services provided by CEAD, applying to both customers with and without a service contract. The key points are:

  • Baseline for Everyone: The Service Policy defines the standard procedures, communication channels, and billing principles for all service interactions. For customers without a specific Service & Success contract, this policy entirely dictates the terms of service (support based on availability, no guaranteed response times or priority, all work billable after initial assessment).

  • Enhanced Service via Contracts: For customers requiring higher levels of certainty, predictability, and guaranteed access to our expertise, our Service & Success contracts build upon the Service Policy. These contracts offer specific, measurable service targets, priority handling, included services, and discounts that enhance the baseline defined in the policy.

View the Full Service Policy

We encourage all customers to read the full Service Policy to understand the foundational procedures and conditions for our services. You can find the document here:

CEAD Service Policy

Questions?

Do you have questions about the new Service Policy or want to know more about which Service & Success contract best suits your needs? Feel free to send an email to productservice@ceadgroup.com. 

This new structure will contribute to an even better and clearer service experience for all our customers.